• Copy-edit news and features for a high-traffic website reporting on mixed martial arts and other combat sports, with a focus on maximizing audience engagement while adhering to style and factual accuracy• Personally write a wide variety of articles including op-eds, interview-based features, captions for infographics, and news• As a primary graphic designer for the site, create franchise logos, infographics, video overlays, and other visual assets as needed

• Conceive and execute marketing efforts for a premier provider of vision correction surgeries, ensuring campaigns adhere to brand, schedule, and budget• Generate all marketing and educational materials, including copy writing, graphic design, layout, and video post-production• Provide ongoing reporting to management on effectiveness of print, broadcast, and online marketing efforts, adjusting and managing spend on a monthly, quarterly, or yearly basis

• Conceived and carried out advertising campaigns across multiple media including print, broadcast, internet and social media, ensuring those campaigns adhered to brand, schedule, and budget• Generated virtually all written content for the department, including ad copy, press releases, educational books and pamphlets, and copy for content-based internet marketing• Created visual marketing assets, including print layouts, images for online ads, and video/animated materials for electronic billboards and online advertising• Performed ongoing deep-dive analysis of marketing data, reporting to the CEO on the effectiveness, ROI, and branding value of all elements of a six-figure monthly marketing spend, reducing spend by 30% while maintaining lead flow and improving in-office closing percentages

• Managed all patient care departments, including reception, call center, and medical records, fostering a culture of outstanding customer service and supportive sales• Wrote and refined scripting and other processes for phone and office patient care teams, reducing talk time, improving accuracy, and obtaining more complete marketing data, while maintaining excellent customer service• Built and maintained tracking and reporting system for surgical volume, sales productivity, and gross revenue, allowing instant in-depth analysis for the CEO

• Created a new inbound/outbound call center for multi-clinic ophthalmology practice, including hiring and training staff and composing/refining scripting• Established a team culture of customer service, accuracy, medical knowledge, and focus on effective sales• Cross-trained and extensively experienced at patient counseling for refractive and cataract surgeries, including patient education and supportive sales

• Served as quality assurance leader on site for an inbound call center of 400+ representatives, directly supervising a team composed of 10-15 QA analysts and a team lead• Improved site customer satisfaction ratings while reducing cost per call• Facilitated monthly calibration meetings between QA teams at two U.S. call centers and one in Canada, ensuring consistent standards and scoring between a trilingual (English, Spanish, French) base of over 1000 agents and 30-50 QA analysts

• Managed a team of 15-25 customer service representatives, driving sales performance, customer service, and schedule adherence, finishing in the Top 3 each month• Wrote the training manual and test for online customer service certification program• Helped manage the relationship between 1-800 CONTACTS and an optometric referral network of approximately 1000 offices across the country, the first of its kind on a national scale